Consumer Rights - Lastminute Travel

d.gardner

I booked flights and hotel through lastminute.com. The website states that the airport shuttle (on request) but during the whole booking process I could not request the airport shuttle. I called them but they advised me that I would need to contact the hotel. Upon contacting the hotel they informed me that the shuttle does not exist and I need to take a taxi to and from the hotel costing 100EUROS (return).

I contacted last minute and was passed onto different people for two weeks until they offered me £25 voucher to use on their website for travel and a fruit basket but this does not compensate me for the 100EUROS that I did not budget for and the information on the website was misleading as they did not say I had to pay for the service. They tried to blame that the hotel descriptions are loaded by hoteliers under the supervision of lastminute representatives. Other hotels on the website does state that airport shuttles or other services does incur additional charges but on the hotel I booked it did not. I told them this via email and that’s when they offered my £25 voucher which is not much to be honest.

I feel that they should pay for the transport from the airport to the hotel as it clearly states on the site that airport shuttle is on request but when you request it, it does not exist but in fact is a taxi you have to fork out for.

What are my options in regards to this matter, I’d be very grateful to for any help or advice?

Thanks!

CynicalScotsman

Im not 100% certain but i think the key here would be wether or not is said if was a free shuttle or just a shuttle?

What does it say?

d.gardner

it just says airport shuttle (on request) but the other hotels have airport shuttle * (*may incur additional charges)

CynicalScotsman

I think as long as they have not said it is a free shuttle they will not have to do anything for you. All you will get will be purely goodwill, which is why you have been given what you have.

d.gardner

Thanks for the reply.

I have found other hotels on the site which say airport shuttle service (on request) and in fact the shuttle is free as other services have * (may incur additional costs) and in the title of the hotel it states free airport shuttle. Its just all very confusing as the hotel does not even have a shuttle service.